Client Retention and Customer Service Strategies: 7 Tips
It’s no secret that keeping your current customers is much easier and less expensive than trying to find new ones. Every company needs its own set of customer service strategies.
Are you having trouble retaining your staffing clients? If so – this is one problem you’ve got to get a handle on fast! It costs substantially more to acquire new customers than it does to retain your current ones, so improving retention will provide you with an immediate return on your investment.
Ask these questions to help reverse the tide.
Do your clients know who to contact? If your clients have a problem or want to discuss an issue, are they shuffled from person to person? Provide them with a single point of contact who is engaged in their business. This gives them a better experience and may allow you to sell additional services to them.
Do your clients consider you an advisor? Are you treated like a purveyor of a commodity? If clients know that they can rely on you as a trusted advisor, they will trust you when they have issues they cannot resolve, so make yourself a resource. You want to be the go-to, not just one more person they send their RFPs to.
Do you know what the competition has to offer? Don’t neglect business intelligence; benchmark your services and pricing against other staffing firms to ensure that you don’t lose business. Continuous improvement is the only way to be the best at what you do. It’s critical to track what you are up against.
Do you solicit feedback? Asking for feedback is the only way to know how you are doing with your customers, so provide as many channels for feedback as you can. Some of them should be anonymous so that clients can be completely frank with you. Look for patterns of discontent and develop strategies to address them. Make sure your quality is just as high for current customers now as it was when you first engaged them.
Do you really understand their evolving needs? It’s easy to grow complacent when you have been serving a client for a while, but their needs will change over time, so be sure that you are up-to-date on any new initiatives they are undertaking and how they may be impacted by economic variables.
Do they need more direct hire employees? Considering the ACA and other factors, is your client enjoying a financial rebound leading to an increase in their use of temporaries? It’s up to you to keep up with developments like these to provide them with the best possible service.
To keep your current clients and attract new ones, you must keep the lines of communication open, remain flexible and position yourself as a valued resource.
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At Avionté, we provide solutions for staffing firms that help you to operate more effectively and keep your operational costs down. Our comprehensive staffing software delivers integrated software systems that make it easier to drive growth, maximize profitability and streamline your administrative tasks, so that you can focus on your serving your customers. To learn more about the many benefits of Avionté staffing software, contact us today.
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